Vacancy caducado!
REQ#: RQ64900
Travel Required: None Public Trust: None Requisition Type: Pipeline Our Enterprise Service Operations Center is currently seeking highly motivated individuals with a TOP SECRET, TOP SECRET/SCI or TOP SECRET/SCI CI/POLY clearance to join our rapidly growing team of technical service desk professionals to support a mission critical assignment that keeps our nation safe and secure. Housed at our state-of-the-art Integrated Technology Center in Bossier City, LA., in this role, you will work alongside 800 fellow IT professionals in a uniquely designed collaborative space that allows you to engage with your colleagues and see your career grow - all while supporting our nation's essential programs. Relocation assistance may be available! A day in the life of a help desk specialist:- Responds appropriately to moderately complex service desk inquires made by telephone or self-service ticket regarding computer hardware, software, network, system/application access, and telecommunications systems
- Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
- Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
- Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce impact to agreed upon SLA's
- Documents incident status and solutions in incident management database tools
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
- Routes calls to product line specialists, application, or system support specialists as appropriate
- Maintains and updates records and tracking databases.
- Active TOP SECRET clearance
- High School Diploma or equivalent
- IAT Level II certification (i.e. CompTIA Security+)
- Current working knowledge of computers, printers, laptops and common windows and MAC applications
- Strong interpersonal, communication, influence, and customer relationship skills
- An ability and willingness to work shift work as needed including a minimum of one overtime shift (1 weekend day each month)
- TS/SCI with a favorable CI polygraph
- 1 year or more of related experience as a technical customer service technician, help desk technician, system or network administrator or other technical support role
Vacancy caducado!